Chat & Email Support Agent

October 30, 2026

Job Title: Chat & Email Support Agent

About the Role

Invicta Software is seeking a dedicated Chat & Email Support Agent to join our dynamic customer service team. This role is crucial in delivering exceptional support experiences through real-time chat and email communications, ensuring our clients receive timely, accurate, and helpful assistance.

If you have a passion for problem-solving and enjoy engaging with customers in a fast-paced environment, this opportunity offers a rewarding way to contribute directly to customer satisfaction and brand loyalty.

Key Objectives

Provide prompt, professional, and empathetic support to customers via chat and email channels.
Resolve inquiries efficiently while maintaining a high standard of quality and customer care.
Collaborate with internal teams to relay customer feedback and improve overall service delivery.

Responsibilities

Respond to customer inquiries through chat and email promptly and accurately.
Diagnose and troubleshoot product or service issues, escalating complex cases when necessary.
Maintain detailed records of customer interactions and resolutions in the support system.
Follow company policies and procedures to ensure consistent and effective service.
Assist in identifying trends and recurring issues to support continuous improvement initiatives.
Communicate clearly and professionally, adapting tone and style to suit diverse customer needs.
Manage multiple conversations simultaneously while maintaining attention to detail.

Requirements

Proven experience in customer support, preferably via chat and email channels.
Strong written communication skills with excellent grammar and spelling.
Ability to multitask and manage time efficiently in a fast-paced environment.
Basic technical aptitude to understand and troubleshoot software-related inquiries.
Familiarity with CRM or support ticket systems is a plus.
Problem-solving mindset with a focus on customer satisfaction.
Ability to work independently as well as part of a collaborative team.

Qualifications

High school diploma or equivalent; associate or bachelor’s degree is a plus.
Previous experience in a SaaS or technology company is preferred but not required.
Comfortable using multiple communication platforms and digital tools.

Benefits

Competitive salary with performance-based incentives.
Comprehensive health, dental, and vision insurance plans.
Flexible work hours and remote work options.
Opportunities for professional growth and development.
Supportive and inclusive company culture focused on employee well-being.

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